The document discusses the evolution of the internet and communication technologies over time. It describes how the cost of information has decreased with new mediums like the internet and how business structures have shifted from hierarchies to networks. Recent developments discussed include the growth of e-commerce, rise of user-generated content, social media platforms, and mobile internet connectivity.
The document discusses several topics related to knowledge management including:
1. Key principles of knowledge management such as autonomy, compensation tied to performance, and connectivity.
2. The differences between e-learning and e-training, with e-learning focused on innovation through learner control and collaboration, while e-training focuses on updates through instructor control and predetermined content.
3. Several publications related to knowledge management in business operations, organizational learning, different types of knowledge and benefits, and a five-tier knowledge management hierarchy.
The document discusses the evolution of the internet and communication technologies over time. It describes how the cost of information has decreased with new mediums like the internet and how business structures have shifted from hierarchies to networks. Recent developments discussed include the growth of e-commerce, rise of user-generated content, social media platforms, and mobile internet connectivity.
The document discusses several topics related to knowledge management including:
1. Key principles of knowledge management such as autonomy, compensation tied to performance, and connectivity.
2. The differences between e-learning and e-training, with e-learning focused on innovation through learner control and collaboration, while e-training focuses on updates through instructor control and predetermined content.
3. Several publications related to knowledge management in business operations, organizational learning, different types of knowledge and benefits, and a five-tier knowledge management hierarchy.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against developing mental illness and improve symptoms for those who already suffer from conditions like anxiety and depression.
The document discusses several topics related to knowledge management including:
- The five-tier knowledge management hierarchy which promotes an integrated approach to identifying, capturing, retrieving, sharing, and evaluating an organization's information assets.
- Different types of knowledge (explicit vs tacit) can provide different benefits to organizations.
- Critical success factors for implementing knowledge management in small and medium enterprises include top management support, information technology infrastructure, strategy and goals, organizational culture, and human resource management.
- Web 2.0 technologies like wikis, blogs, RSS feeds, tagging, and social networks can have implications for how knowledge is managed but traditional knowledge management tools have seen little success.
The document discusses the history and evolution of the Internet. It covers early developments in networking technology that enabled computer-aided communication without physical proximity. It also outlines the development of key Internet protocols and architectures. Furthermore, the document discusses the growth of the World Wide Web and social applications. It references several papers and reports on topics like measuring Internet access, a framework for understanding the science of decentralized networks, and the rise of mobile Internet access.
The document discusses several topics related to networking technologies:
1) It describes different networking protocols and standards such as TCP/IP, HTTP, FTP, and Bluetooth.
2) It analyzes papers about the design of the Internet and end-to-end arguments, as well as open source development models.
3) It presents predictions about the future of intelligent systems and cloud computing within the next 10-15 years, including voice recognition, virtual environments, and ubiquitous computing.
Décrit les changements qui sont survenus dans l'utilisation de l'Internet, du web 1.0 au web social. Présenté au meeting club telecom le 18 novembre 2009
Talk given at ECIG 2009. Using web-based count data to build 6 visibility indexes. Application to the US presidential (and slide on the Canadian federal). News visibility comes very close to voting behavior (less than 1% difference). Several indexes provide sensitive and timely tracking, unlike what had happened until recently
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against developing mental illness and improve symptoms for those who already suffer from conditions like anxiety and depression.
The document discusses several topics related to knowledge management including:
- The five-tier knowledge management hierarchy which promotes an integrated approach to identifying, capturing, retrieving, sharing, and evaluating an organization's information assets.
- Different types of knowledge (explicit vs tacit) can provide different benefits to organizations.
- Critical success factors for implementing knowledge management in small and medium enterprises include top management support, information technology infrastructure, strategy and goals, organizational culture, and human resource management.
- Web 2.0 technologies like wikis, blogs, RSS feeds, tagging, and social networks can have implications for how knowledge is managed but traditional knowledge management tools have seen little success.
The document discusses the history and evolution of the Internet. It covers early developments in networking technology that enabled computer-aided communication without physical proximity. It also outlines the development of key Internet protocols and architectures. Furthermore, the document discusses the growth of the World Wide Web and social applications. It references several papers and reports on topics like measuring Internet access, a framework for understanding the science of decentralized networks, and the rise of mobile Internet access.
The document discusses several topics related to networking technologies:
1) It describes different networking protocols and standards such as TCP/IP, HTTP, FTP, and Bluetooth.
2) It analyzes papers about the design of the Internet and end-to-end arguments, as well as open source development models.
3) It presents predictions about the future of intelligent systems and cloud computing within the next 10-15 years, including voice recognition, virtual environments, and ubiquitous computing.
Décrit les changements qui sont survenus dans l'utilisation de l'Internet, du web 1.0 au web social. Présenté au meeting club telecom le 18 novembre 2009
Talk given at ECIG 2009. Using web-based count data to build 6 visibility indexes. Application to the US presidential (and slide on the Canadian federal). News visibility comes very close to voting behavior (less than 1% difference). Several indexes provide sensitive and timely tracking, unlike what had happened until recently
2. CRM
Customer Relationship Management
Design Production Ventes Distribution Service
Ressources humaines, financières, matérielles
Stephane Gauvin
uLaval - 2009
3. Design
Dialogue avec le consommateur /
client
Enquêtes Internet
eMail
Forage de données
Web social (groupes d’utilisateurs)
Intégration des utilisateurs de pointe (lead
users)
Stephane Gauvin
uLaval - 2009
5. Vente
Gestion de l’entonnoir
Ventes interactives
Améliorer le processus
Suggestions d’alternatives
Suggestions d’articles complémentaires
Newsletters sur les liquidations, innovations, etc.
Ventes de proximité
Information localisée devient de plus en plus
importante
Stephane Gauvin
uLaval - 2009
10. Support à la clientèle
Aider le client à s’aider
Suivi rapide
Stephane Gauvin
uLaval - 2009
11. Support à la clientèle
Un pour tous: www
Son propre site À la demande du
Forums
client
Sous traiter (ex:
getsatisfaction)
Un sur un
eMail À la demande du
Téléphone client
Poste régulière
Initiative corporative
Face à face
Stephane Gauvin
uLaval - 2009
12. Support à la clientèle
Stephane Gauvin
uLaval - 2009
13. Support à la clientèle
Stephane Gauvin
uLaval - 2009
14. Support à la clientèle
Stephane Gauvin
uLaval - 2009
15. Support à la clientèle
Stephane Gauvin
uLaval - 2009
16. Support à la clientèle
Stephane Gauvin
uLaval - 2009
17. Support à la clientèle
Stephane Gauvin
uLaval - 2009
18. Support à la clientèle
Stephane Gauvin
uLaval - 2009
19. Support à la clientèle
Stephane Gauvin
uLaval - 2009
23. Types de confiance
Respecte sa parole
Comportement prévisible
Nos intérêts sont saufs, quoiqu’il
advienne
Stephane Gauvin
uLaval - 2009
24. Bâtir la confiance
Six facteurs à garder à l’esprit
• Marque de commerce
• Navigation
• Présentation
• Technologie à date
• Suivi rapide et pertinent
• Sceaux
Stephane Gauvin
uLaval - 2009
30. Lectures
Rigby, DK and D Ledingham, (2004), "CRM done right", Harvard Business
Review, 82(11):118-130
Frow, PE and AF Payne, (2009), "Customer Relationship Management: A
Strategic Perspective", Journal of Business Market Management, 3(1):7-27
Ngai, E W T, Li Xiu and D C K Chau, (2009), "Application of data mining
techniques in customer relationship management: A literature review and
classification", Expert Systems With Applications, 36(P2):2592-2602
Palmatier, RW, CB Jarvis, JR Bechkoff and FR Kardes, (2009), "The Role of
Customer Gratitude in Relationship Marketing", Journal of Marketing, 73(5):1-
18
Ryan, Gerard and Mireia Valverde, (2003), "Waiting online: a review and
research agenda", Internet Research, 13(3):195-205
Stephane Gauvin
uLaval - 2009
32. Rigby & Ledingham (2004)
CRM Done Right
Pas la peine – ne rien faire ou donner $100 à tous -> $800K
Faut un système moins cher ou plus performant. Stephane Gauvin
uLaval - 2009
33. Frow, PE and AF Payne, (2009)
Customer Relationship Management: A Strategic
Perspective
Stephane Gauvin
uLaval - 2009
34. Frow, PE and AF Payne, (2009)
Customer Relationship Management: A Strategic
Perspective
Stephane Gauvin
uLaval - 2009
35. Frow, PE and AF Payne, (2009)
Customer Relationship Management: A Strategic
Perspective
Stephane Gauvin
uLaval - 2009
36. Ngai, E W T, Li Xiu and D C K Chau, (2009)
Data mining techniques in CRM
Stephane Gauvin
uLaval - 2009
37. Ngai, E W T, Li Xiu and D C K Chau, (2009)
Data mining techniques in CRM
Stephane Gauvin
uLaval - 2009
38. Palmatier, RW, CB Jarvis, JR Bechkoff and FR Kardes, (2009)
The Role of Customer Gratitude in Relationship Marketing
Stephane Gauvin
uLaval - 2009
39. Ryan & Valverde (2003)
Waiting online: review & agenda
Combien de temps sommes nous prêts
à attendre?
Comment composer avec cet
intervalle?
Processus simplifié
Feedback sur le délai
Stephane Gauvin
uLaval - 2009